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How the Developer (in JIRA Software) communicate with the customers (contacting over the customer portal)?

IT Support_lmuzc3

We have a Support who use JIRA ServiceDesk and Developer Teams working with JIRA Software.

Often there are Tickets, raised by a Customer over the customer portal in Service Desk, with something to do for the Devs.
What is the best way for a Developer (with JIRA Software) to ask further questuins to the customer about his problem? We want to avoid a proxy-job to the support-team (Dev > Support > Custopmer > Support > Dev).

Is the only way to buy a SD License for all the Devs too?

Thanks for answering!

Accepted answers

All comments

Nic Brough -Adaptavist-

The agent should add the developer to the request as a "collaborator" to start with.

IT Support_lmuzc3

okay, but that enables the Dev not to share a customer comment which is visible on the customer portal issue view for the customer... So no interaction possible.

Nic Brough -Adaptavist-

It's the Agent's role to talk to the customer.

Karol Jochelson

I have to disagree that it is only the agents role to talk to the customer, not all organizations work with business analysts, often the developer is the analyst. Also, often the agent does not have the technical knowledge to ask the customer the correct stuff. We have advanced customers in our organization that need to collaborate directly with developers. This is a key issue that might be the reason we look elsewhere for a service desk solution.

Dereon Triplett

aye oh naw i gotta deseses wanna down on your naborhood spread on the flees

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